Implementation Manager

At Inn-Flow, we're more than a hotel software company - we're a team on a mission to transform how the hospitality industry operates. Built by hoteliers, for hoteliers, our all-in-one back-office platform brings together accounting, labor management, payroll, business intelligence, and more into one seamless experience. Our technology empowers hotel operators to work smarter, make better decisions, and focus on what matters most: delivering exceptional guest experiences. Inn-Flow is experiencing strong growth and momentum, backed by the strategic investment from Mainsail Partners. As we scale, we're expanding the leadership team, accelerating innovation, and deepening our impact across the hospitality industry, all while staying grounded in the real needs of operators. Our commitment to both customers outcomes and employee experience has earned industry recognition, including multiple top honors from the 2026 HotelTechAwards and recognition as a Top 10 Best Places to Work in Hotel Tech and Triangle Business Journal's #2 Best Place to Work. At Inn-Flow, you'll have the opportunity to do meaningful work, grow your career, and be part of a company that's shaping the future of hospitality technology. About the role Inn-Flow is seeking an experienced Implementation Manager to lead end-to-end onboarding and implementation efforts for our hotel management clients. This is a traditional SaaS implementation leadership role responsible for managing complex deployments, aligning cross-functional teams, and ensuring successful client outcomes. As an Implementation Manager, you will oversee multiple concurrent implementations, serve as the primary strategic point of contact during onboarding, and ensure projects are delivered on time, within scope, and with exceptional client satisfaction. This role requires strong project management expertise, customer-first leadership, and the ability to drive structure, accountability, and process excellence across implementations. This position represents the next level of leadership with full ownership of implementation strategy, execution, and client experience. What You Will Do Lead end-to-end SaaS implementation projects for hotel management groups, ensuring successful delivery from kickoff through go-live. Serve as the primary point of contact for clients during implementation, setting expectations and maintaining proactive communication. Develop and manage detailed project plans, timelines, milestones, and risk mitigation strategies. Drive cross-functional alignment across Sales, Product, Development, Customer Success, and Support to ensure seamless onboarding. Identify and proactively manage risks, scope changes, and dependencies to keep projects on track. Monitor implementation KPIs including timeline adherence, client satisfaction, and adoption readiness. Standardize and continuously improve implementation processes, documentation, and playbooks. Provide leadership and guidance to Implementation Specialists as needed during complex deployments. Ensure a smooth transition from implementation to ongoing Customer Success ownership. What You Need 3-5 years of experience in SaaS implementation, project management, or client onboarding leadership roles. Demonstrated success managing multiple complex client implementations simultaneously. Strong project management skills, including planning, risk management, and stakeholder coordination. Experience working in a customer-facing capacity with executive-level stakeholders. Excellent written and verbal communication skills, with the ability to translate technical concepts into business value. Proven ability to build trust-based client relationships while maintaining scope and delivery discipline. Bachelor's degree in Business, Information Systems, Hospitality, or related field preferred. Experience with project management tools (e.g., Asana) and CRM systems. What Makes You a Standout Experience in hospitality technology or working with hotel ownership groups. Strong understanding of accounting, labor management, or hotel operations. PMP or similar project management certification. Experience building or refining implementation frameworks and process documentation. Demonstrated alignment with Inn-Flow's core values: Relentless Customer Advocacy, We Over Me, Bias to Act, Data-Driven Decisions, and Balance & Well-Being. Ability to balance operational rigor with empathy and relationship-building. Why You'll Love Working at Inn-Flow We believe great work starts with taking great care of our people. Benefits Health, dental, and vision insurance Short-Term Disability & Life Insurance 401(k) with a generous employer match Time Off & Flexibility Flexible vacation and PTO Paid holidays plus a floating holiday Paid volunteer time Hybrid work schedule with in-office collaboration on Tuesdays and Thursdays in our Raleigh office (remote Mondays, Wednesdays, and Fridays) Work Environment & Culture A beautiful, modern office in downtown Raleigh Employer-paid monthly parking Monthly team socials and regular celebrations Quarterly all-hands meetings A culture rooted in recognition, collaboration, and growth Smart, kind, and genuinely fun people who care about their work - and each other Equal Opportunity Employer Inn-Flow is proud to be an Equal Opportunity Employer, upholding a work environment free from discrimination and harassment. We make our hiring decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, family status, or any other non-business consideration. We stand firmly against discrimination and harassment in any form. J-18808-Ljbffr